united airlines flight customer service phone number

If you have direct-dial numbers for any of these contacts, please let us know. Primary Contact Laura Mandile Managing Director, Contact Center Service Delivery. When he stated he couldn't travel that far, he was told to contact United Airlines central baggage centre in New York where he was rerouted back to a call. united airlines customer service toll-free number.

: United airlines flight customer service phone number

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United airlines flight customer service phone number -

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You can book up to nine passengers per booking, including adults, children and infants.

Each adult passenger can bring one infant.

Children travelling alone, or in a different cabin class to their parents, are considered Unaccompanied Minors and pay the full adult fare. Please get in touch with us to book this service.

You can book up to nine passengers per booking, including adults, children and infants.

Each adult passenger can bring one infant.

Children travelling alone, or in a different cabin class to their parents, are considered Unaccompanied Minors and pay the full adult fare. Please get in touch with us to book this service.

You can book up to nine passengers per booking, including adults, teenagers, children and infants.

Each adult passenger can bring one infant.

Children travelling alone, or in a different cabin class to their parents, are considered Unaccompanied Minors and pay the full adult fare. Please get in touch with us to book this service.

You can book up to nine passengers per booking, including adults, children and infants.

Each adult & OFW passenger can bring one infant.

All OFWs must submit the required documents to avail the tax exemption.

Children travelling alone, or in a different cabin class to their parents, are considered Unaccompanied Minors and pay the full adult fare. Please get in touch with us to book this service.

You can book up to nine passengers per booking, including adults, Overseas Filippino Workers (OFW), teenagers, children and infants.

Each adult & OFW passenger can bring one infant.

All OFWs must submit the required documents to avail the tax exemption.

Children travelling alone, or in a different cabin class to their parents, are considered Unaccompanied Minors and pay the full adult fare. Please get in touch with us to book this service.

Источник: https://www.emirates.com/

Let your airline career takeoff

We’re looking for the best & brightest

Mesa Airlines is the perfect place to begin your airline career or grow as a professional. We are a diverse group of pilots, flight attendants, mechanics, and corporate professionals. Mesa flights are operated on behalf of our major airline partners, American Airlines, United Airlines and DHL. Most of our planes are branded as American Eagle, United Express or DHL Express. This year, Mesa became the first regional airline to operate narrow-body aircraft when it began flying Boeing 737-400F cargo aircraft for DHL.

DSC_1840_1.jpg

Airline Pilots

Choose your aircraft, upgrade quickly, and enroll in the United Airlines Aviate program for a clear route to United.

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Flight Attendants

Travel, people, customer service, and safety. If you're passionate about those things, come be the face of Mesa Airlines.

DSC_2377_1.jpg

Maintenance

Our FAA Diamond Award-winning team of mechanics, inspectors, and technical operations staff keep our fleet in the air.

DSC_6434_3.jpg

Corporate

Dispatch, crew tracking, finance, HR and more. Corporate HQ in Phoenix is home to fast-paced jobs with room to grow.

What we do

Mesa Airlines operates a large fleet of regional jets and narrow-body aircraft on behalf of our partners. We fly the CRJ-900 as American Eagle, the Embraer E175 as United Express, and the Boeing 737 as DHL Express. Our partners sell the tickets and load the cargo, but we provide the aircraft, crew, and maintenance.

Our hubs

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Louisville_Skyline.jpg

Our partners

We operate flights on behalf of our major airline partners, American Airlines and United Airlines. We fly planes that say American Eagle, United Express, and DHL, so our top-notch crews represent both Mesa Airlines and our partners.

Partner logos.png
Источник: https://www.mesa-air.com/

Screenshots

Description

Say hello to our redesigned United app.

With our everchanging environment and the need more than ever to empower our customers with more ability to self-serve and stay informed, we’ve worked to enhance our United app to deliver information more consistently, timelier and easier than before for all users – all while keeping many of the same features you know and love.

The app is your all-in-one travel partner
- Our redesigned app will now deliver information you need more consistently than ever before with improved navigation for a more seamless experience. The design updates also serve as a complement to our enhanced accessibility support for screen readers.
- During your trip, our app home screen gives you quick access to important details by opening to the most useful and relevant information, for all users whether you’re signed in or not. When it’s time to travel, check in for your flights on the home screen and view real-time updates. See what amenities are on your flights and your position on the upgrade and standby lists. While at the airport, explore interactive airport maps to find a United Club location near you and stay up to date on your flight status through our push notifications delivered directly to your inbox.

Manage your MileagePlus® account
- Enroll in MileagePlus and check out our newly envisioned “My account” experience. You can also earn miles with MileagePlus programs and use these miles to book award travel on the app, too.

Search for flights and book travel
- Look for flights across our global network. When you find one that’s right, book it on the app using money, award miles or even your electronic travel certificates.

Easily manage your reservations on the app
- View and change your seat assignments, or enhance your trips by adding Economy Plus® seating, Premier Access®, United Club℠ passes, travel bundles and more. You can also change, cancel or rebook your flights right on the app, all through the “My trips” section.

Continue using the app in the air
- With United Private Screening on select flights, watch TV shows and movies on your own device. Plus, track the status of your checked bags and see which gate you’ll arrive to once you land.

Travel-Ready Center
- Use our Travel-Ready Center to navigate everything needed for travel. Learn about COVID-19 travel requirements and upload the necessary test results, vaccine documentation, and destination entry forms. It even integrates with Apple Health, allowing you to seamlessly provide your proof of vaccination.

Have questions?
- Message our contact center directly through the Contact Us section in the app.

Version 4.1.35

The mobile app keeps getting better! Improvements in this release include more optimization and a smoother experience when messaging our Contact Center for help.

Ratings and Reviews

My experience w United

I flew in from EWR to GDL and the my one suitcase WAS NOT PUT ON THE PLANE from Houston to GDL. I was told that I am to wait for my luggage and that it would arrive sometime the next day. When I tried to phone United and gain information where is my suitcase and when it will arrive, I was transferred to a company in India and the horrible experience continued. Hours of waiting to speak to a person, lies over lies and promises to attend to my issue that were not meant to be kept. At that point I lost my trust and asked to leave the suitcase in the airport and I will pick it up by myself. I was promised that my suitcase will wait for me in the airport. The next day I drive an hour to the airport to find out that my luggage is on the United truck and the driver is in front of my rented accommodation, with no one to receive my suitcase. The company in India promised I will be able to get my suitcase in the airport and they lied again. At this point me and my suitcase were in limbo.

I am a long time United/Continental customer and I was VERY DISAPPOINTED with the way this was handled. It costed me TWO days of my precious vacation.

Rivka Soloway

App Devs - Hope you read

I dislike leaving a “review” when I really need to submit a product complaint, but United leaves me no other obvious choice to submit feedback about the app. Overall, it’s a great app. But now that you must put in your card information into the app in order to make purchases on board, there’s a problem. I am NOT going to verify my card every time I check in for a flight. That’s just stupid. I do it once, and that should be it. I take at least two flights a week on United. So at least twice a week I’m being asked to verify a card that I verified less than 4 days ago. You may say that “we need to verify the card is still in your possession” or some other reason. Sorry. But that’s your problem. If you require us to use the app instead of presenting a card, then there are certain risks you accept. Sure. Some guy that flys once a year? Make him verify the card. Your Platinums? Stop hassling us. It’s easier for me to skip on board purchases than to have to go through a verification every time I check in. Especially since I have to click all the extra boxes now because some people are too stupid to know to not fly if they have Covid and that they have to wear a mask. I hate the dumbing down of America to its lowest common denominator. So ease up on the card verification or go back to taking cards in flight.

Disorganized, confusing and not convenient

This app is not only not user-friendly but it’s counterintuitive. Why do we have to search all over the app just to check in for our flight why do we have to type in our last name when we’re already signed into the app and why do we have to search everywhere to pull up our boarding pass, why do we have to click link after link in order to access the flight information - no one appreciates you rearranging everything every couple of months. This app is one of the worst flight apps I am a frequent flyer and this is by far the worst of all airline apps. How would you like it if somebody snuck into your room and rearranged everything and then you can’t find anything- well that’s exactly how it is every time I open this app and you’ve updated it. You still haven’t found an easy solution - there’s only three things we need from this app one, east check-in and easy access to a boarding pass. Two, easy access to the boarding times and to see flight information, standby information etc. And three, the information on where to go for our gate. Currently, the boarding pass doesn’t even have the gate information and there’s too many links and too many options. it’s unclear, unorganized and confusing. Whoever you hired to create this app was obviously an amateur.

The developer, United Airlines, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy.

Data Used to Track You

The following data may be used to track you across apps and websites owned by other companies:

Data Linked to You

The following data may be collected and linked to your identity:

  • Purchases
  • Financial Info
  • Location
  • Contact Info
  • User Content
  • Search History
  • Identifiers
  • Usage Data
  • Sensitive Info
  • Diagnostics

Privacy practices may vary, for example, based on the features you use or your age. Learn More

Information

Seller
United Air Lines

Size
461.1 MB

Category
Travel

Compatibility
iPhone
Requires iOS 13.0 or later.
iPad
Requires iPadOS 13.0 or later.
iPod touch
Requires iOS 13.0 or later.
Mac
Requires macOS 11.0 or later and a Mac with Apple M1 chip.

Age Rating
4+

Location
This app may use your location even when it isn’t open, which can decrease battery life.

Copyright
© 2021 United Airlines Holdings, Inc

Price
Free

Supports

  • Wallet

    Get all of your passes, tickets, cards, and more in one place.

  • Family Sharing

    With Family Sharing set up, up to six family members can use this app.

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Источник: https://apps.apple.com/us/app/united-airlines/id449945214

United Airlines

Say hello to our redesigned United app.

With our ever-changing environment and the need more than ever to empower our customers with more ability to self-serve and stay informed, we’ve worked to enhance our United app to deliver information more consistently, timelier and easier than before for all users – all while keeping many of the same features you know and love.

The app is your all-in-one travel partner
- Our redesigned app will now deliver information you need more consistently than ever before with improved navigation for a more seamless experience. The design updates also serve as a complement to our enhanced accessibility support for screen readers.
- During your trip, our app home screen gives you quick access to important details by opening to the most useful and relevant information, for all users whether you’re signed in or not. When it’s time to travel, check in for your flights on the home screen and view real-time updates. See what amenities are on your flights and your position on the upgrade and standby lists. While at the airport, explore interactive airport maps to find a United Club location near you and stay up to date on your flight status through our push notifications delivered directly to your inbox.
Manage your MileagePlus® account
- Enroll in MileagePlus and check out our newly envisioned “My account” experience. You can also earn miles with MileagePlus programs and use these miles to book award travel on the app, too.
Search for flights and book travel
- Look for flights across our global network. When you find one that’s right, book it on the app using money, award miles or even your electronic travel certificates.
Easily manage your reservations on the app
- View and change your seat assignments, or enhance your trips by adding Economy Plus® seating, Premier Access®, United Club℠ passes, travel bundles and more. You can also change, cancel or rebook your flights right on the app, all through the “My trips” section.
Continue using the app in the air
- With United Private Screening on select flights, watch TV shows and movies on your own device. Plus, track the status of your checked bags and see which gate you’ll arrive to once you land.
Have questions?
- Message our contact center directly through the Contact Us section in the app.

Источник: https://play.google.com/

United Airlines

United Airlines is the world’s second-largest airline, and the product of a 2010 merger with Continental Airlines.

233 S. Wacker Drive
Chicago, IL 60606
https://www.united.com/en/us


Phone Contacts

Main: (312) 997-8000
Toll Free: (800) 864-8331

How to get through to an operator: dial (312) 997-8000. Press 0.

Mailing address:

United Airlines, Inc.
PO Box 06649
Chicago, IL 60606-0649
United States


Email Contacts

[email protected]

Note: United says the best way of contacting it is through its help form. Please try the form first before contacting any executives.

Customer property claim form


Customer Service Resources

United Airlines Baggage Claim and Lost and Found

Central Baggage Service – HDQLZ
P.O. Box 66140
Chicago, IL 60666-0140
Telephone: (800) 221-6903

[email protected]


Social Media Contacts

Facebook
Twitter


Executive Contacts

If you have direct-dial numbers for any of these contacts, please let us know.

Primary Contact
Laura Mandile
Managing Director, Contact Center Service Delivery
233 S. Wacker Drive
Chicago, IL 60606
[email protected]

Secondary Contact
Bryan Stoller
Vice President Contact Centers
233 S. Wacker Drive
Chicago, IL 60606
[email protected]

Torbjorn Evnquist
Vice President and Chief Customer Officer
233 S. Wacker Drive
Chicago, IL 60606
[email protected]

Chief Executive
Scott Kirby
Chief Executive Officer
233 S. Wacker Drive
Chicago, IL 60606
(847) 700-4000
[email protected]


Last updated: September 9, 2021.

Источник: https://www.elliott.org/company-contacts/united-airlines/

United Airlines

Airline of the United States

This article is about the airline based in the United States. For other uses, see United Airlines (disambiguation) and United Airways (disambiguation).

United Airlines Logo.svg
FoundedApril 6, 1926; 95 years ago (1926-04-06)
(as Varney Air Lines)
Boise, Idaho, U.S.[1]
Commenced operationsMarch 28, 1931; 90 years ago (1931-03-28)[2]
AOC #CALA014A[3]
Hubs
Frequent-flyer programMileagePlus
AllianceStar Alliance
Subsidiaries

List of subsidiaries[4]

  • Chelsea Food Services
  • Covia LLC
  • Kion de Mexico, S.A. de C.V.
  • MileagePlus, Inc.
  • MileagePlus Holdings, LLC
  • United Aviation Fuels Corporation
  • United Cogen, Inc.
  • United Vacations, Inc.
  • United Ground Express, Inc.
Fleet size854[5]
Destinations342
Parent companyUnited Airlines Holdings
ISINUS9100471096
HeadquartersWillis Tower, Chicago, Illinois, U.S.
Key people
RevenueIncrease$43.259 billion (2019)[11]
Operating incomeIncrease$4.301 billion (2019)[11]
Net incomeIncrease$3.009 billion (2019)[11]
Total assetsIncrease$52.611 billion (2019)[11]
Total equityIncrease$11.531 billion (2019)[11]
Employees~96,000 (December 2019)[11]
Websiteunited.com

United Airlines, Inc. (commonly referred to as United) is a major American airline headquartered at Willis Tower in Chicago, Illinois.[12][13][14] United operates a large domestic and international route network spanning cities large and small across the United States and all six continents.[15] Measured by fleet size and the number of routes, it is the third-largest airline in the world.

United has eight hubs, with Chicago–O'Hare being its largest in terms of passengers carried and the number of departures.[16] It is a founding member of the Star Alliance, the world's largest airline alliance with a total of 28 member airlines.[17] Regional service is operated by independent carriers under the brand name United Express. United was established by the amalgamation of several airlines in the late 1920s, the oldest of these being Varney Air Lines, which was founded in 1926.[1]

History

Main article: History of United Airlines

United Airlines' 1973–2010 logo

United traces its roots to Varney Air Lines (VAL), which Walter Varney founded in 1926 in Boise, Idaho. Continental Airlines is the successor to Speed Lanes, which Varney had founded by 1932 and whose name changed to Varney Speed Lines in 1934. VAL flew the first privately contracted air mail flight in the U.S. on April 6, 1926.[18][19][20]

In 1927, William Boeing founded Boeing Air Transport to operate air mail routes under contract with the United States Post Office Department.[21] In 1929, Boeing merged his company with Pratt & Whitney to form the United Aircraft and Transport Corporation (UATC) which then set about buying, in the space of just 28 months, Pacific Air Transport, Stout Air Services, VAL, and National Air Transport, as well as numerous equipment manufacturers at the same time.[22][23] On March 28, 1931, UATC formed United Air Lines, Inc. as a holding company for its airline subsidiaries.[24]

In late 2006, Continental Airlines and United had preliminary merger discussions.[25][26] On April 16, 2010, those discussions resumed.[27] The board of directors of Continental and UAL Corporation agreed on May 2, 2010, to combine operations, contingent upon shareholder and regulatory approval. On October 1, 2010, the UAL Corporation changed its name to United Continental Holdings, Inc.[28] The carriers planned to begin merging their operations in 2011.[29] The merged airline began operating under a single air operator's certificate from the Federal Aviation Administration on November 30, 2011.[30] On March 3, 2012, United and Continental merged their passenger service systems, frequent-flier programs, and websites, which virtually eliminated the Continental brand with the exception of its logo.[31] On June 27, 2019, the parent company's name changed from United Continental Holdings to United Airlines Holdings.[32]

In January 2021, Chief Executive Scott Kirby put forward the possibility for the company to mandate employees to receive the COVID-19 vaccine while cautioning the potential difficulties in implementing the mandate.[33] The company was the first major US airline to announce a vaccine mandate for all staff on Aug 6, at which point over 80% of flight attendants and 90% of pilots had been vaccinated, according to statements of the respective unions.[34] Days before the internal deadline of Sept 27, the company announced that more than 97% of the US based staff were vaccinated.[35]

Destinations

Main articles: List of United Airlines destinations and List of United Express destinations

United operates to 238 domestic destinations and 118 international destinations in 48 countries or regions across five continents.[36] By spring 2021, United will once again fly regularly to all 6 inhabited continents following the reinstatement of scheduled year-round flights to Africa.[37]

Hubs

As part of its hub-and-spoke business model, United currently operates eight hubs.[38]

  • Chicago–O'Hare – United's hub for the Midwest and largest hub overall. United controls 47% of the market share in O'Hare, making it the largest carrier at the airport.[39] United's corporate headquarters are also in Chicago.
  • Denver – United's hub for the Rocky Mountain region of the United States.[40] United has about 42% of the market share in Denver, making it the largest carrier at the airport.
  • Guam – United's hub for flight routes in the Pacific region.[38] United has about 98.8% of the market share at Guam International, making it the largest carrier at the airport.[41]
  • Houston–Intercontinental – United's hub for the Southern United States. IAH is the primary gateway to Latin America.[42] United currently has about 78% of the seat share at IAH, making it the largest carrier at the airport.[43] Former Continental Airlines hub.
  • Los Angeles – United's secondary hub for the West Coast and gateway to Asia and Australia.[44] United has 15% of the market share at LAX, making it the third-largest carrier at the airport.[45]
  • Newark – United's primary hub for the New York City market and the Eastern Coast of the United States. EWR is United's primary gateway to Europe while including other select flights to Latin America and Asia.[46] United has 68% of the market share at Newark, making it the largest carrier at the airport.[47][48] Former Continental Airlines hub.
  • San Francisco – United's primary hub for the West Coast and gateway to Asia and Australia.[49] United has about 46% of the market share at San Francisco International, making it the largest carrier at the airport.[50]
  • Washington–Dulles – United's hub for the capital of the United States.[51] United has about 65% of the market share at Washington Dulles, making it the largest carrier at the airport.[52]

Alliance and codeshare agreements

United Airlines is a member of the Star Alliance and has codeshare agreements with the following airlines:[53]

Fleet

Current fleet

Main article: United Airlines fleet

As of May 2021, United Airlines operated a fleet of 834 aircraft with an additional 49 aircraft planned or on order; all of which are either Boeing or Airbus.[5]

Fleet strategy

On July 20, 2011, American Airlines announced an order for 460 narrowbody jets, including 260 Airbus A320s.[55] This order broke Boeing's monopoly with the airline and forced Boeing to proceed with plans for the re-engined 737 MAX.[56] The contract with American included a Most-Favoured-Customer Clause, which requires Airbus to refund to American any difference between the price paid by American and the price paid by United or another airline, if lower. The clause acts to perpetuate United having a Boeing-skewed fleet.[57]

On September 22, 2012, United became the first American airline to take delivery of Boeing 787 aircraft.[58] United is also the North American launch customer for the Boeing 787-9[59] and 787-10 aircraft,[60] which are stretched versions of the base 787-8 model, delivered at launch.

In May 2018, United planned to replace its 51 Boeing 767s in a deal potentially worth $14 billion at list prices, and was in talks with both Airbus and Boeing, for their A330neo and 787.[61] United operates 128 757s and 767s (77 B757s and 51 B767s), the second-largest combined fleet after Delta Air Lines with 206 (127 757s and 79 767s). Both have to replace them; they could be replaced by 737 MAX 10s, A321neos, Boeing NMAs, 787-8s or A330-800s.[62]

On June 3, 2021, United announced that a deal had been confirmed with Boom Supersonic to purchase at least 15 of their Overture supersonic airliners & potentially up to 50 in total. These aircraft will be flown on 100% sustainable fuels. The aircraft are intended to enter service with United in 2029 & are expected to be the first supersonic airliners to fly domestically for a airline since the Concorde was retired with British Airways & Air France in 2003.[63]

On June 29, 2021 United announced an order for 270 aircraft which includes, 150 737 MAX 10 aircraft, 50 737 MAX 8 aircraft, and 70 A321neo aircraft. As new aircraft arrive, the airline also announced these will include AVOD (Audio and Video On Demand) screens on every seat, as well as the retrofit of all mainline aircraft to include AVOD screens by 2025. United has also announced the retirement of older mainline aircraft and at least 200 single-class regional aircraft. The 737 MAX 8 aircraft debuts with the airline this summer while 737 MAX 10 and A321neo aircraft start delivery in 2023.[64] United also expects to create 25,000 union jobs, mostly in United States hubs locations, by 2026.[65] The order would be valued at $35.4 billion based on the listed price of the jets.[66]

Cabin

United Polaris business class seat on the Boeing 777-300ER
United Premium Plus seat on the Boeing 787-8
Economy plus seats on a Boeing 767
New slimline economy seats on an Airbus A320-200
United Polaris Business

On June 2, 2016, United introduced its new, redesigned international business class seat that will replace current business class seats. The Polaris seat converts into a 6' 6" flatbed in a 1-2-1 configuration or a 1-1-1 configuration, providing all-aisle access for every seat. The seat boasts multiple storage areas, mood lighting, multiple charging ports, lumbar support, and improved dining and amenity services.[67]

These seats can be found on select Boeing 787 aircraft, Boeing 767 aircraft, and Boeing 777 aircraft.

United Polaris Business passengers check in at separate counters and can use priority security screening where available. In-flight services include pre-departure beverages, table linens and multi-course meals designed in partnership with Charlie Trotter-affiliated chefs via the airline's partnership with the Trotter Project.[68] Passengers are also given priority with boarding and baggage handling and access to the United Polaris Lounge where available, as well as the United Club and partner airline lounges. All Polaris Business seats recline 180 degrees into a full flatbed, all seats face forward.[69]

Other domestic routes, especially hub-to-hub service and certain non "United p.s." transcontinental flights, may see internationally configured aircraft with United Polaris Business seating for operational reasons (such as transferring international aircraft from one hub to another or high demand). While the physical seats and entertainment are the same as on international flights, the service, catering and other amenities are the same as in domestic first class. Unlike routes marketed as United Business, these flights are eligible for complimentary premier upgrades.[70]

United Premium Plus

United Premium Plus is United's premium economy product, that is being retrofitted on wide-body international aircraft. United Premium Plus seating offers more space, comfort and amenities compared to United Economy or Economy Plus, and offers upgraded dining on china dinnerware, free alcoholic beverages, a Saks Fifth Avenue blanket and pillow, an amenity kit and more. The first aircraft with these seats were flying in mid-2018, and the full service launched in 2019. During the interim period, these seats were sold as part of Economy Plus.[71]

These seats can be found on select Boeing 787 aircraft, Boeing 767 aircraft, and Boeing 777 aircraft.

Domestic routes, especially hub-to-hub service may see internationally configured aircraft with United Premium Plus seating for operational reasons. Premium Plus seats are sold as Economy Plus seats. While the physical seats and entertainment are the same as on international flights, the service catering and other amenities are the same as in Economy Plus.[71]

Transcontinental

United premium transcontinental service is offered on transcontinental flights between Newark and Los Angeles or San Francisco and between Boston and San Francisco. Previously branded as p.s. (short for "Premium Service") when initially launched in 2004, through 2017, these flights utilize primarily Boeing 757-200s, with 180-degrees-flat Business class seats. The premium cabin also features international-style catering, while all seats have access to inflight wi-fi, on-demand entertainment, and power outlets. Business-class passengers also have access to the United Club at Newark, Boston, Los Angeles, and San Francisco.[72]

All premium transcontinental flights were moved from New York JFK to Newark Liberty Airport on October 25, 2015.[73]

These routes are not eligible for Complimentary Premier upgrades, although MileagePlus members can upgrade using Regional Premier Upgrades, Global Premier Upgrades, or MileagePlus award miles.[74]

United First

United First is offered on all domestically configured aircraft. When such aircraft are used on international services such as services to Mexico, Central America and the Caribbean (excluding Puerto Rico) destinations, this cabin is branded as United Business. United First seats on narrowbody aircraft have a 38-inch (97 cm) seat pitch, while United First seats on re-configured domestic Boeing 777-200 aircraft feature fully-flat-bed seats. Passengers receive priority boarding and baggage handling, pre-departure beverages, complimentary meals and separate check-in desks.[75]

In 2015, United released its new domestic first-class seat design. The new leather seats feature cradling headrests, granite cocktail tables, and a tablet stand. These seats debuted on Airbus A319 and Airbus A320 aircraft, and will eventually be installed on all domestic aircraft.[76]

In 2019, It was announced that United is increasing first and business class seats "by 1,600" across all their aircraft in their fleet, to include the Bombardier CRJ550 for which United is the launch customer of.[77]

Economy Plus

United Economy Plus is available on all aircraft. Economy Plus seats are located in the front few rows and exit rows of the economy cabin and have 2 inches (5.1 cm) more recline and at least 5 to 6 inches (13 to 15 cm) of additional seat pitch totaling 4 to 7 inches (10 to 18 cm) of recline (aircraft dependent) and 35 to 37 inches (89 to 94 cm) of pitch. Economy Plus is complimentary for all MileagePlus Premier members. Premier 1K, Platinum and Gold members may select an Economy Plus seat when booking, while silver members can select an Economy Plus seat at check-in.[78] It can also be purchased depending upon availability by other passengers. Prior to the merger between United and Continental, United Airlines aircraft offered Economy Plus, while Continental did not. Following the merger, Economy Plus was rolled out across the combined fleet.[79]

Economy

United Economy is available on all aircraft, and usually have a pitch of 31 inches (30 inches on aircraft refurbished with Slimline seats, and 32 inches on Boeing 787s) and a recline of 2–5 inches. All economy seats feature an adjustable headrest and some form of entertainment, ranging from AVOD, inflight wi-fi, personal device entertainment, or DirecTV. Economy seats on Boeing 767, Boeing 777 (except domestic 777-200s), Boeing 787, and 757-200 aircraft feature a personal 7-inch (18 cm) touchscreen television at the back of each seat with United Private Screening. On Airbus A319, A320, Boeing 737, Boeing 757-300, and domestically configured Boeing 777 aircraft feature personal device entertainment and WiFi. Some Boeing 737 aircraft feature DirecTV.[80]

Food and snacks are available for purchase on domestic, Caribbean, and some Latin America flights. These include snacks, fresh meals, and snack boxes, depending on flight time and distance.[81] Meals are complimentary on all other international flights. Beverages and small snacks are complimentary in economy class on North America flights. Alcoholic beverages are available for purchase on North America flights but are complimentary on long-haul international flights.[82] On flights where meals are served, a cocktail snack with a beverage is served shortly after takeoff, followed by a main course and dessert. Longer international flights feature a pre-arrival meal, which usually consists of a light breakfast or snack.

Basic Economy

Basic Economy is available on select routes and in addition to standard fares. Intended to be United's lowest fare, Basic Economy fares provide most of the same inflight services and amenities with standard United Economy Class.[83] With Basic Economy, group/family seating, seat selection/upgrades and bringing full-sized carry-on bags are not allowed. When booking online, it is clearly marked - with a user prompt to confirm the user is booking a Basic Economy fare. Users also have the option to pay a small fee to upgrade their booking to a regular Economy. Also, certain MileagePlus and Premier member benefits are not available.[84]

Reward services

MileagePlus is the frequent flyer program for United Airlines.[85]

United Club is the airline lounge associated with United Airlines and United Express carriers. The United Club replaced the former United Red Carpet Club and Continental Airlines Presidents Club prior to United Airlines' merger with Continental.[86]

Corporate affairs

Ownership and structure

United Airlines, Inc. is publicly traded through its parent company, United Airlines Holdings. Inc, which is a Delaware corporation,[87] on the New York Stock Exchange NYSE: UAL, with a market capitalization of over US$21 billion as of January 2018.[88] United's operating revenues and operating expenses comprise nearly 100% of the holding company's revenues and operating expenses.[87]

Headquarters and other facilities

United Airlines headquarters are located at the Willis Tower, 233 South Wacker Drive, Chicago, Illinois.[89]

In 2007, United had moved its headquarters from Elk Grove Township, a suburb of Chicago, to 77 West Wacker Drive in the Chicago Loop[90] after receiving US$5.5 million in incentives from the City of Chicago.[91]

Then in 2010, United accepted the City of Chicago's offer of US$35 million in incentives, including a US$10 million grant, for United to move its remaining 2,500 employees out of Elk Grove Township to the Willis Tower (formerly the Sears Tower) in the Chicago Loop.[91] On May 31, 2012, United opened its operations center, which occupied twelve floors there.[92] In 2019 United renewed its lease at Willis Tower, originally ending in 2028 and now set to expire in 2033, and plans to construct a roof deck and a 30,000 sq ft (2,800 m2) dining hall on the fourth floor.[93]

The former headquarters campus at Elk Grove Township was gradually annexed into the Village of Mount Prospect,[94][95] and serves as an IT operations facility, with a new 172,000 sq ft (16,000 m2) data center constructed in 2013.[96]

United maintains a large presence in downtown Houston, having leased 225,000 sq ft (20,900 m2) of space (seven floors) for occupancy in 2017.[97]

United has training facilities for its flight crews in Denver and Houston, a major aircraft maintenance center in San Francisco, and call centers in Houston and Chicago.

On September 24, 2020, United Airlines announced that it will roll out a new COVID-19 testing program for passengers from October 15 that year. Initially, testing was only available for passengers traveling to Hawaii from San Francisco International Airport.[98]

Corporate identity

Brand image

See also: United Airlines brand history

The pre-merger United logo, commonly nicknamed the "tulip", was developed in the early 1970s by the designer Saul Bass as part of a new brand image.[99] The logo represented the airline's monogram as well as a modernized version of the airline's shield logo[100] which had been adopted in the 1930s, but fell out of use by the late 1960s. The ribbon-like rendering has also been said to symbolize the motion of flight.[101]

Marketing themes

Further information: History of United Airlines § Slogans

United's earliest slogan, "The Main Line Airway", emphasized its signature New York-Chicago-San Francisco route, and was replaced in 1965 with "Fly the Friendly Skies", which was in use until 1996 in its first iteration.[102] The "It's time to fly" slogan was created in 2004. After the merger of United and Continental in October 2010, the slogan changed to "Let's fly together" until September 2013,[102] when United announced a return of the "Fly the Friendly Skies" slogan in an ad campaign to start the following day.[103] The resurrected slogan would be accompanied by the 1924 George Gershwin song "Rhapsody in Blue" as its theme song, and a voiceover provided by Matt Damon.[102]

United had licensed its theme song, "Rhapsody in Blue", from Gershwin's estate for US$500,000 (equivalent to $2,273,977 in 2020) in 1976.[104] "Rhapsody" would have entered the public domain in 2000, but the Copyright Term Extension Act of 1998 extended its copyright another 20 years until January 1, 2020 when it officially entered on the Public Domain.[105][106] United announced that it would continue to use "Rhapsody in Blue" as its theme song following the merger with Continental.[107]

Environmental initiatives

Because over 98 percent of United's greenhouse gas emissions are from jet fuel, its environmental strategy has focused on operational fuel efficiency initiatives and investments in sustainably produced, low-carbon alternative fuels.[108]

On August 23, 2011, United Continental Holdings, Inc. announced a conversion to paperless flight decks and projected that by the end of the year, 11,000 iPads will have been deployed to all United and Continental pilots. Each iPad, which weighs less than 1.5 pounds (0.68 kg), will replace approximately 38 pounds (17 kg) of paper operating manuals, navigation charts, reference handbooks, flight checklists, logbooks, and weather information. The green benefits include reductions in paper use, printing, and fuel consumption.[109]

On November 7, 2011, United flew the world's first commercial aviation flight on a microbially-derived biofuel. The aircraft was fueled with 40 percent Solajet, which is Solazyme's algae-derived renewable jet fuel, and 60 percent petroleum-derived jet fuel. This flight was operated by the Eco-Skies Boeing 737-800 aircraft from Houston to Chicago-O'Hare.[110]

On January 15, 2013, Aviation Partners Boeing (APB), a joint venture between Aviation Partners Inc. and Boeing, announced that United had agreed to replace the Blended Winglets on its Boeing Next Generation 737 aircraft with APB's Split Scimitar Winglet (SSW), significantly reducing drag. Once the SSWs are installed, it is estimated that APB's winglet technology will save United more than $250 million annually in fuel costs.[111]

On June 30, 2015, United invested US$30 million in Fulcrum BioEnergy, an alternative fuel company. Fulcrum's alternative fuel is produced through a clean and efficient thermochemical process and reduces lifecycle carbon emissions by more than 80 percent. As part of its investment, United will work with Fulcrum to develop up to five alternative fuel refineries near its U.S. hubs. These refineries will produce up to 180 million U.S. gallons (680 million liters) of sustainable aviation alternative fuel per year, and United will have the opportunity to purchase at least 90 million U.S. gallons (340 million liters) per year for a minimum of 10 years, making it the largest aviation alternative fuel commitment to date.[112]

On March 11, 2016, United became the first airline in the world to fly on commercial-scale quantities of such fuels on a continuous basis, which were procured from AltAir Fuels. This fuel was produced from sustainable feedstocks such as non-edible natural oils and agricultural wastes and is expected to provide a greater than 60 percent reduction in carbon dioxide emissions on a lifecycle basis when compared to traditional jet fuel. United has agreed to purchase up to 15 million U.S. gallons (57 million liters) of sustainable alternative fuel from AltAir Fuels for use in Los Angeles over a three-year period.[113]

In 2016, United began partnering with Clean the World to repurpose items from the airline's international premium class amenity kits and donate the hygiene products to those in critical need. Clean the World provides hygiene education and soap to promote handwashing, which helps prevent hygiene-related deaths. During the first year of this partnership, United expected to divert 60,000 pounds (27,200 kg) of material that otherwise would have gone to landfills.[114]

In 2017 United started a partnership with Audubon International to protect raptors—including hawks, ospreys and owls—in and around New York-area airports and resettle the birds-of-prey at suitable golf course habitats where the species are more likely to thrive.[115]

Worker relations

All United Airlines pilots are represented by the Air Line Pilots Association. A new Joint Collective Bargaining Agreement was ratified by a majority of the United/Continental pilots on December 15, 2012,[116][117] which struck down a scope clause that disallowed Continental from outsourcing the flying of regional jets with 70 or more passenger seats.[118]

In January 2021, as a plan to reduce its costs in 2023, United Airlines offered its employees voluntary leave options with pay or health benefits.[119]

In April 2021, United Airlines announced that within the next decade, half its pilots would be female or people of color.[120]

Concerns and conflicts

Animal transport

In 2013, after pressure from PETA, United announced that it would no longer transport monkeys to laboratories. United was the last North American passenger airline to transport these animals to laboratories.[121][122] United flies more animals and has longer flight stage length than any other US airline, and accounted for one third of animal deaths of US airlines between 2012 and 2017.[123]

Effective March 20, 2018, the PetSafe program was suspended with no new reservations for cargo transport of pets accepted.[124] This came after United announced plans to mark pet carriers in the passenger cabin with bright tags[125] and legislation was introduced in the United States House of Representatives[126] and United States Senate banning the placement of pets in overhead compartments.[127] This was in response to a dog death after a passenger placed it in the overhead compartment following flight attendant instructions, but the flight attendant denied knowing that the luggage contained a dog.[128]

Cyber security issues

United awarded airline miles as "bug bounties" to hackers who could identify gaps in the carrier's web security. Two hackers have each been rewarded with 1 million miles of air travel as of July 15, 2015. This cybersecurity program was announced a few weeks after the company experienced two software glitches. The first incident delayed 150 United flights on June 2 due to a problem with its flight dispatching system. Six days later, United's reservation system delayed flights by not allowing passengers to check-in. In addition to the "bug bounty" program, United said it tests systems internally and engages cybersecurity firms.[129][130]

Privacy concerns

In February 2019, privacy concerns arose after it emerged that United had installed cameras in some seat backs. United said that the cameras were "not activated", but journalists reported that malicious hackers could still potentially enable the cameras to spy on passengers.[131][132][133][134][135]

Mail-scan fraud

In February 2021, United Airlines was fined $49 million by the Department of Justice on charges of fraud on postal service contracts for transportation of international mail. According to investigators, between 2012 and 2015 United submitted delivery scan data to make it appear that United and its partner airlines complied with International Commercial Air requirements with accurate delivery times when in fact they were automated delivery scans with aspirational delivery time. Some employees within United worked to hide this fact from the USPS.[136][137][138]

Accidents and incidents

United 976

Main article: United Airlines Flight 976

Before takeoff on the October 19–20, 1995, overnight flight from Buenos Aires to New York's John F. Kennedy International Airport, investment banker Gerard Finneran attempted to pour his own drinks, against airline and federal regulations, when he grew impatient waiting for more. When cabin crew informed him, after takeoff, that they were no longer going to serve him due to his apparent intoxication, Finneran threatened one and pushed another. He then climbed atop a drinks cart, lowered his pants and defecated in full view of staff and other passengers, after which he wiped himself with napkins and smeared them on the walls, tracking excrement around the cabin as he went to the lavatory and locked himself in.[143]

A request to divert to Luis Muñoz Marín International Airport in San Juan, Puerto Rico, was denied as Portuguese presidentMário Soares and Argentinian foreign ministerGuido di Tella were aboard; the presence of foreign dignitaries on a flight creates extra security risks. Finneran was arrested by the FBI after landing in New York and charged with interfering with a flight crew and threatening a flight attendant. He later pleaded guilty to the latter charge and was fined $5,000 (having previously agreed to reimburse the airline for its cleanup costs and all the other passengers their airfare, which amounted to nearly $50,000) and given two years' probation[144] The incident has been recalled in later years as the worst case of air rage ever.[145][146]

United 3411

Main article: United Express Flight 3411 incident

On the evening of April 9, 2017, a revenue passenger was forcibly removed by law enforcement from United Airlines flight 3411 at Chicago-O'Hare, bound for Louisville.[147] United announced that it needed four seats for airline staff on the sold-out flight.[148] When no passengers volunteered after being offered vouchers worth $800, United staff selected four passengers to leave. Three of them did so, but the fourth, a doctor named David Dao, declined as he said that he had patients to treat the following morning. He was pulled from his seat by Chicago Department of Aviation security officers and dragged by his arms down the aisle. Dao sustained a concussion, broken teeth, a broken nose, and other injuries.[149] The incident was captured on smartphone cameras and posted on social media, triggering an angry public backlash. Afterwards, United's then-chief executive officer, Oscar Munoz, described Dao as "disruptive and belligerent", apologized for "re-accommodating" the paying customers, and defended and praised staff for "following established procedures". He was widely criticized as "tone-deaf".[150] Munoz later issued a second statement calling what happened a "truly horrific event" and accepting "full responsibility" for it.[151] After a lawsuit, Dao reached an undisclosed settlement with United and airport police. In the aftermath, United's board of directors decided that Munoz would not become its chairman and that executive compensation would be tied to customer satisfaction.[152] Following this incident, passenger complaints increased by 70 percent.[153]

See also

References

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Источник: https://en.wikipedia.org/wiki/United_Airlines
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You can book up to nine passengers per booking, including adults, children and infants.

Each adult passenger can bring one infant.

Children travelling alone, or in a different cabin class to their parents, are considered Unaccompanied Minors and pay the full adult fare. Please get in touch with us to book this service.

You can book up to nine passengers per booking, including adults, teenagers, children and infants.

Each adult passenger can bring one infant.

Children travelling alone, or in a different cabin class to their parents, are considered Unaccompanied Minors and pay the full adult fare. Please get in touch with us to book this service.

You can book up to nine passengers per booking, including adults, children and infants.

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United Airlines

United Airlines is the world’s second-largest airline, and the product of a 2010 merger with Continental Airlines.

233 S. Wacker Drive
Chicago, IL 60606
https://www.united.com/en/us


Phone Contacts

Main: (312) 997-8000
Toll Free: (800) 864-8331

How to get through to an operator: dial (312) 997-8000. Press 0.

Mailing address:

United Airlines, Inc.
PO Box 06649
Chicago, IL 60606-0649
United States


Email Contacts

[email protected]

Note: United says the best way of contacting it is through its help form. Please try the form first before contacting any executives.

Customer property claim form


Customer Service Resources

United Airlines Baggage Claim and Lost and Found

Central Baggage Service – HDQLZ
P.O. Box 66140
Chicago, IL 60666-0140
Telephone: (800) 221-6903

[email protected]


Social Media Contacts

Facebook
Twitter


Executive Contacts

If you have direct-dial numbers for any of these contacts, please let us know.

Primary Contact
Laura Mandile
Managing Director, Contact Center Service Delivery
233 S. Wacker Drive
Chicago, IL 60606
[email protected]

Secondary Contact
Bryan Stoller
Vice President Contact Centers
233 S. Wacker Drive
Chicago, IL 60606
[email protected]

Torbjorn Evnquist
Vice President and Chief Customer Officer
233 S. Wacker Drive
Chicago, IL 60606
[email protected]

Chief Executive
Scott Kirby
Chief Executive Officer
233 S. Wacker Drive
Chicago, IL 60606
(847) 700-4000
[email protected]


Last updated: September 9, 2021.

Источник: https://www.elliott.org/company-contacts/united-airlines/

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- During your trip, our app home screen gives you quick access to important details by opening to the most useful and relevant information, for all users whether you’re signed in or not. When it’s time to travel, check in for your flights on the home screen and view real-time updates. See what amenities are on your flights and your position on the upgrade and standby lists. While at the airport, explore interactive airport maps to find a United Club location near you and stay up to date on your flight status through our push notifications delivered united airlines flight customer service phone number to your inbox.

Manage your MileagePlus® account
- Enroll in MileagePlus and check out our newly envisioned “My account” experience. You can also earn miles with MileagePlus programs and use these miles to book award travel on the app, too.

Search for flights and book travel
- Look for flights across our global network. When you find one that’s right, book it on the app using money, award miles or even your electronic travel certificates.

Easily manage your reservations on the app
- View and change your seat assignments, or enhance your trips by adding Economy Plus® seating, Premier Access®, United Club℠ passes, travel bundles and more. You can also change, cancel or rebook your flights right on the app, all through the “My trips” section.

Continue using the app in the air
- With United Private Screening on select flights, watch TV shows and movies on your own device. Plus, track the status of your checked bags and see which gate you’ll arrive to once you land.

Travel-Ready Center
- Use our Travel-Ready Center to navigate everything needed for travel. Learn about COVID-19 travel requirements and upload the necessary test results, vaccine documentation, and destination entry forms. It even integrates with Apple Health, allowing you to seamlessly provide your proof of vaccination.

Have questions?
- Message our contact center directly through the Contact Us section in the app.

Version 4.1.35

The mobile app keeps getting better! Improvements in this release include more optimization and a smoother experience when messaging our Contact Center for help.

united airlines flight customer service phone number Ratings and Reviews

My experience w United

I flew in from EWR to GDL and the my one suitcase WAS NOT PUT ON THE PLANE from Houston to GDL. I was told that I am to wait for my luggage and that it would arrive sometime the next day. When I tried to phone United and gain information where is my suitcase and when it will arrive, I was transferred to a company in India at&t home phone and internet the horrible experience continued. Hours of waiting to speak to a person, lies over lies and promises to attend to my issue that were not meant to be kept. At that point I lost my trust and asked to leave the suitcase in the airport and I will pick it up by myself. I was promised that my suitcase will wait for me in the airport. The next day I drive an hour to the airport to find out that my luggage is on the United truck and the driver is in front of my rented accommodation, with no one to receive my suitcase. The company in India promised I will be able to get my suitcase in the airport and they lied again. At this point me and my suitcase were in limbo.

I am a long time United/Continental customer and I was VERY DISAPPOINTED with the way this was handled. It costed me TWO days of my precious vacation.

Rivka Soloway

App Devs - Hope you read

I dislike leaving a “review” when I really need to submit a product complaint, but United leaves me no other obvious choice to submit feedback about the app. Overall, it’s a great app. But now that you must put in your card information into the app in order to make purchases on board, there’s a problem. I am NOT going to verify my card every time I check in for a flight. That’s just stupid. I do it once, and that should be it. I take at least two flights a week on United. So at least twice a week I’m being asked to verify a card that I verified less than 4 days ago. You may say that “we need to verify the card is still in your possession” or some other reason. Sorry. But that’s your problem. If you require us to use the app instead of presenting a card, then there are certain risks you accept. Sure. Some guy that flys once a year? Make him verify the card. Your Platinums? Stop hassling us. It’s easier for me to skip on board purchases than to have to go through a verification every time I check in. Especially since I have to click all the extra united airlines flight customer service phone number now because some people are too stupid to know to not fly if they have Covid and that they have to wear a mask. I hate the dumbing down of America to its lowest common denominator. So ease up on the card verification or go back to taking cards in flight.

Disorganized, confusing and not convenient

This app is not only not user-friendly but it’s counterintuitive. Why do we have to search all over the app just to check in for our flight why do we have to type in our last name when we’re already signed into the app and why do we have to search everywhere to pull up our boarding pass, why do we have to click link after link in order to access the flight information - no one appreciates you rearranging everything every couple of months. This app is one of the worst flight apps I am a frequent flyer and this is by far the worst of all airline apps. How would you like it if somebody snuck into your room and rearranged everything and then you can’t find anything- well that’s exactly how it is every time I open this app and you’ve updated it. You still haven’t found an easy solution - there’s only three things we need from this app one, east check-in and easy access to a boarding pass. Two, easy access to the boarding times and to see flight information, standby information etc. And three, the information on where to go for our gate. Currently, the boarding pass doesn’t even have the gate information and there’s too many links and too many options. it’s unclear, unorganized and confusing. Whoever you hired to create this app was obviously an amateur.

The developer, United Airlines, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy.

Data Used to Track You

The following data may be used to track you across apps and websites owned by other companies:

Data Linked to You

The following data may be collected and linked to your identity:

  • Purchases
  • Financial Info
  • Location
  • Contact Info
  • User Content
  • Search History
  • Identifiers
  • Usage Data
  • Sensitive Info
  • Diagnostics

Privacy practices may vary, for example, based on the features you use or your age. Learn More

Information

Seller
United Air Lines

Size
461.1 MB

Category
Travel ope midwest

Compatibility
iPhone
Requires iOS 13.0 or later.
iPad
Requires iPadOS 13.0 or later.
iPod touch
Requires iOS 13.0 or later.
Mac
Requires macOS 11.0 or later and a Mac with Apple M1 chip.

Age Rating
4+

Location
This app may use your location even when it isn’t open, which can decrease battery life.

Copyright
© 2021 United Airlines Holdings, Inc

Price
Free

Supports

  • Wallet

    Get all of your passes, tickets, cards, and more in one place.

  • Family Sharing

    With Family Sharing set up, up to six family members can use this app.

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Источник: https://apps.apple.com/us/app/united-airlines/id449945214

Let your airline career takeoff

We’re looking for the best & brightest

Mesa Airlines is the perfect place to begin your airline career or grow as a professional. We are a diverse group of pilots, flight attendants, mechanics, and corporate professionals. Mesa flights are operated on behalf of our major airline partners, American Airlines, United Airlines and DHL. Most of our planes are branded as American Eagle, United Express or DHL Express. This year, Mesa became the first regional airline to operate narrow-body aircraft when it began flying Boeing 737-400F cargo aircraft for DHL.

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Airline Pilots

Choose your aircraft, upgrade quickly, and enroll in the United Airlines Aviate program for a clear route to United.

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Flight Attendants

Travel, people, customer service, and safety. If you're passionate about those things, come be the face of Mesa Airlines.

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Maintenance

Our FAA Diamond Award-winning team of mechanics, inspectors, and technical operations staff keep our fleet in the air.

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Corporate

Dispatch, crew tracking, finance, HR and more. Corporate HQ in Phoenix is home to fast-paced jobs with room to grow.

What we do

Mesa Airlines operates a large fleet of regional jets and narrow-body aircraft on behalf of our partners. We fly the CRJ-900 as American Eagle, the Embraer E175 as United Express, and the Boeing 737 as DHL Express. Our partners sell the tickets and load the cargo, but we provide the aircraft, crew, and maintenance.

Our hubs

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Our partners

We operate flights on behalf of our major airline partners, American Airlines and United Airlines. We fly planes that say American Eagle, United Express, and DHL, so our top-notch crews represent both Mesa Airlines and our partners.

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Источник: https://www.mesa-air.com/

The 9-hour wait: Here’s why airline hold times are so bad

The travel comeback is in full swing, but with it has come a major headache for many airline customers.

Returning travelers have been shocked by hours-long hold times for airline reservation desks and support lines, forcing them to run a gauntlet of lengthy phone queues and transfers as they try to book trips using vouchers from last year’s scrapped vacations.

It’s been an even tougher slog for those on newly booked trips marred by weather-related cancellations or last-minute schedule changes. Numerous flyers have complained about trying for days to reach an agent for rescheduling assistance, only to find they’re unable to get through at all.

There’s been much enthusiasm about the sudden resurgence of travel. But, for people in need of real-time help with a flight itinerary, it’s been a mixed bag.

More recently, air travelers’ struggles for live help have been further compounded by computer meltdowns at several major airlines, which have only added to the queues for rebooking help and exacerbated an already tenuous situation at some airlines. And that’s without the risk of summertime thunderstorms that can add to the mess.

Without a significant improvement, it could be a miserable summer to fly.

Want more airline-specific news? Sign up for TPG’s free new biweekly Aviation newsletter!

Dialing up a perfect storm

How did we get to this phone-queue purgatory?

As vaccination rates increased and travel demand began to surge, the problem of long hold times initially appeared to be tied to an abundance of vouchers from canceled trips in 2020.

An earlier TPG analysis found that the big four airlines — American, Delta, United and Southwest — issued roughly 21.5 million vouchers and credits in 2020, worth a combined $10.4 billion. In April, United chief commercial officer Andrew Nocella said that about 12% of new tickets united airlines flight customer service phone number being booked using vouchers.

But the problem of getting a live agent on the phone only worsened this spring, coinciding with the accelerating vaccine rollout among the public and broader optimism over case rates and reopenings.

Experts say the call center apocalypse is the combined result of reduced staffing, computer issues, flyers trying to cash in vouchers and credits for flights canceled during the pandemic and travelers taking unusually long on calls because they have questions about COVID-19 testing.

“The hold times are awful, but it’s not completely clear why,” said Brett Snyder, author of The Cranky Flier website that’s devoted to aviation news. “I think it’s a mix of things.”

Overall, it was the confluence of staffing cuts and post-pandemic booking trends that appeared to catch some carriers flatfooted. Although most carriers allow customers to redeem credits online, the rules and policies surrounding credits can be confusing. Some airlines even issue different types of stored value depending on the original ticket — American, for instance, issues both “flight credits” and “vouchers,” while United issues “travel certificates” and “future flight credits” — making calls to redeem them even more complicated for both customers and agents alike.

Confusion among customers about how to redeem vouchers and credits, along united airlines flight customer service phone number bugs and difficulty using certain functions online, added to a surge in calls that quickly swamped many airlines. In addition to the spike in the volume of calls, other wrinkles — such as flyers seeking to combine value from multiple credits — also made many calls longer as agents tried to sort through complicated and time-consuming requests.

The wait-time experience varies by airline

TPG’s team of reporters and editors tested out wait times all of the past week with various airlines and found some really short waits and some unexpectantly high waits. There was no pattern to the results, though some carriers have fared worse than others.

Other airlines, however, have been successful at trimming wait times. Since TPG began reporting on the issue of extended hold times in March, United appears to have significantly improved its call center operations. While numerous passengers told TPG that they have experienced hold times of up to 30 minutes in recent weeks, that seemed to be the worst of it, with a few exceptions during busy periods — and elite members usually wait just a few minutes, if that.

American Airlines, on the other hand, has been hit and miss in recent weeks, according to customers who spoke with TPG, and tests by the TPG team. TPG has received few complaints about Southwest, though Snyder says long call times were an issue this week following two computer glitches in 24 hours.

“Delta is the one that really stands out,” Snyder said about the airline that seems to be having the most trouble.

Snyder, who also runs the Cranky Concierge travel service, said he had one client who said he called Delta and was initially quoted a callback time of 34 hours. He hung up and called again later, this time getting a nine-hour callback window.

And numerous passengers have approached TPG with stories of extended hold times and — in some cases — a virtual inability to reach Delta Air Lines.

One Delta customer, who did not give permission to include his name, told TPG he was advised to change his ticket online, but received an error message saying his ticket wasn’t eligible to be changed. He then called the airline and was quoted a wait time of nearly nine hours. He called back later and was disconnected after spending two hours and 46 minutes on hold.

From June 2020: Having trouble getting through to Delta? Eastern michigan university niche not alone

He also tried texting the airline through a new messaging feature while calling back a third time. After holding for over three hours, he was able to change his flight — and he noted that the agent who helped him was fantastic, friendly and apologetic for the wait.

Gary Wyatt tried to use Delta’s callback feature when he was cited a hold time of about 90 minutes. He received the callback more than two hours later, he said, and then had to wait on hold for another 20 minutes until an agent became available.

Another Delta customer, David Guenthner, needed to contact Delta Vacations, which has a separate call center department. He said it took him nearly two weeks of trying to call back before he was able to get in touch with someone.

A screenshot of a busy signal when calling Delta Vacations

The account is consistent with this reporter’s personal experience. Calling the Delta Vacations line simply returns a busy signal on most weekdays, and has an indefinite hold time during weekends. To date, this reporter has been unable to reach the vacation desk.

Guenthner, a Platinum Medallion member, also said he’s had trouble reaching the regular airline’s Platinum desk. He’s been quoted wait times of three hours but held for six, and has received callbacks — but then had to wait on hold for more than an hour.

It’s unclear why Delta’s wait times have been so consistently worse than other carriers, though several industry insiders pointed to staffing.

“Delta tends to run lean, so it’s completely different for them,” said Cowen analyst Helane Becker.

The airline has faced broader staffing issues since cuts from the beginning of the pandemic, and has said it is now working to staff up across multiple work groups — including its reservations team.

To Delta’s credit, the airline acknowledges the problem and the severity — a rarity for a major company, as anyone who works in the world of corporate communications knows.

“First, Delta apologizes to all of our customers who have encountered a long hold or callback time when seeking to speak with us about their travel,” airline spokesperson Morgan Durrant told TPG. “We empathize with their frustration and that’s why we continue to take action.”

The issue, Durrant said, essentially boils down to the pace of demand recovery versus the speed at which the airline can hire new employees to rebuild its ranks.

“While the increase in bookings is great news for Delta, the welcomed customer volume has outpaced staffing that was left diminished by 50% when our people took voluntary early retirement or separation packages to help Delta get through the many pandemic-driven challenges in 2020,” he said.

To improve hold times and meet the increased demand, both in the near term and further in the future, the airline is working to hire 1,300 customer support agents by United airlines flight customer service phone number, Durrant said.

Related: The best credit cards that offer trip cancellation and interruption insurance

The airline has also rehired 200 of those reservations specialists who took buyouts as contractors to help improve performance more immediately. The airline will also partner with a “trusted travel agency partner,” Durrant said, which will help handle the influx of customers through the airline’s text messaging service.

In an appearance on “Good Morning America” this week, CEO Ed Bastian said that call volumes are up 40% over 2019 levels and reiterated that the airline is working to improve hold times.

“Our team’s doing a great job of bringing a lot of resources in. I suspect in the next two to four weeks we’ll be back to normal levels of handling times,” Bastian said.

Notably, the airline previously operated its own in-house temporary staffing agency, Delta Global Staffing, under its DAL Global Services subsidiary. Delta sold DAL Global Services in late 2018 and dissolved the staffing agency. It was not clear whether the airline was previously reliant on DAL Global Services to staff call centers during peak periods, or whether the sale had any impact on the current situation.

Delta also recently added the ability to make same-day flight changes within its app, allowing passengers to handle changes and emergencies without calling.

And most other carriers appear to be trending in the right direction.

At American, an AAdvantage Executive Platinum member on the TPG team has been able to connect to an agent with wait times ranging from just 50 seconds to eight minutes, while non-elite members of the team have had waits as low as five minutes.

On other occasions, though, American’s call centers have been bogged down with delays.

A call from a TPG staffer late Tuesday evening resulted in a hold time of up to three hours on the airline’s Platinum elite line.

Another example was relayed to TPG by an American Airlines customer who does not have status with American and who asked TPG to withhold their name. They tried to take advantage of the airline’s callback feature but found it to united airlines flight customer service phone number ineffective.

In one instance, the passenger called American at about 4:50 p.m. and requested a callback. The airline attempted the callback three times, all overnight — twice at around 12:40 a.m., and again at 1 a.m. The customer shared screenshots of their outgoing and incoming call records with TPG.

That same passenger called the airline again the following afternoon at 5 p.m. They received two callbacks, again overnight — one united airlines flight customer service phone number 3:27 a.m., and another about 10 minutes later. They tried a third time, but received a message saying the callback system was down for maintenance.

 

According to representatives for American, the inconsistency has largely been caused by weather and other disruptions to flight operations — known colloquially in the industry as “irrops” for “irregular operations” — which have caused a surge in callers needing to be accommodated due to delays or missed connections.

“We’re currently experiencing some hold times that are longer than we would like as customers make plans to return to travel,” a spokesperson for the airline told TPG. “We’re excited to see demand come back, and are hiring hundreds of reservations agents to support our customers.”

Beyond that, the airline said it’s continuing to expand its new callback feature, which allows customers to select a time to receive their online business account no credit check the particular example above, there was what an American spokesperson characterized as a perfect storm.

A “minor technical issue” resulted in the callback feature needing to be shut down for a day. While callbacks are normally stopped at 11:59 p.m. CT, the airline decided to united airlines flight customer service phone number the deadline to try and work through a backlog caused by the earlier shutdown.

Overall, though, customers should know td bank south broad street philadelphia pa experience will vary — especially united airlines flight customer service phone number airline.

“It’s bad for some,” Snyder said, “and not for others.”

How to manage long airline hold times

For now, regardless of which airline you’re flying, there are a few steps to follow to try and avoid headaches.

Naturally, leave as much time as possible. Call in advance when you can — and be prepared for a bit of a wait.

“Use an alternate channel,” said Snyder, singling out social media as one such option. “Getting through to reservations is going to be a challenge. I always suggest going to Twitter.”

Related: How to quickly reach an airline customer service agent

If you’re at the airport and need to get in touch with someone, try going to your airline’s lounge. Customer support specialists there can often help with any same-day issues and, if not, can sometimes offer a direct airport line that can get holidays in october 2020 usa in touch with reservations without having to wait in the full queue.

Elsewhere, some travelers have had luck with premium travel agents or their credit card concierges who have other ways to access the airlines’ systems.

Additional options that have worked for some frequent flyers include:

  • Call an international reservations office number
  • Try an airline’s Spanish-language line
  • Utilize the airline’s call back option
  • Use the elite help number if you have status
  • Call at an off-peak time such as early morning or late at night

Above all else, be patient. When you finally do get through to someone, that reservations agent is likely dealing with an increased workload and a succession of upset customers, and is likely just as frustrated as you.

Featured photo by junce/Getty Images.

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Welcome to The Points Guy!

David Slotnick is the Senior Aviation Business Reporter at TPG. He covers anything and everything to do with the business of running an airline.
Источник: https://thepointsguy.com/news/airline-hold-times/

File a Consumer Complaint

Before you contact DOT for help with an air travel problem, you should give the airline a chance to resolve it.  Airlines have trouble-shooters at the airports, usually called Customer Service Representatives, who can take care of many problems on the spot.  They may be able to arrange meals and hotel rooms for stranded passengers, write checks if you’re bumped from your flight, help with baggage issues, and settle other routine claims or complaints.

If you can’t resolve the problem at the airport, you may want to file a complaint with the airline.  DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send consumers written responses addressing these complaints within 60 days of receiving them.  DOT also requires airlines to let consumers know how to complain to them.

It’s often best to email or write to the airline’s consumer office at its corporate headquarters.  DOT requires airlines that fly to, from, or within the United States to state on their websites how and where complaints can be submitted.  There may be a form on the airline’s website for this purpose. 

If you feel that the airline does not resolve the issue to your satisfaction, you may want to file a complaint with DOT.  You may also file a complaint with DOT if you feel that you experienced unlawful discriminatory treatment in air travel by airline employees or the airline’s contractors on the basis of disability or on the basis of race, color, national origin, sex (including gender identity and sexual orientation), religion, or ancestry. 

File a Consumer Complaint button

Safety and Security Complaints

Please note that aviation safety and security complaints are not handled by DOT’s Aviation Consumer Protection Division.

  • If you have a concern about airline safety (airline and airplane safety, emergency exit seating, low-flying aircraft, pilot licensing and related issues), please visit the Federal Aviation Administration's (FAA) website to report a safety-related issue.
  • If you have a concern about aviation security (passenger screening, the “no-fly” list, the baggage screening process, and related issues), call the Transportation Security Administration (TSA) toll-free at 1-866-289-9673 or email TSA.  For additional information, visit the TSA website.  

Contact Us By Phone or Mail

If you wish to submit a complaint to DOT via written letter, please feel free to do so using the contact information below.  When mailing a letter, please include your full address and phone number as well as complete and accurate information about your trip and the problem you had or are having.

  • Contact us by phone – You may contact DOT by phone at 202-366-2220.  Please know that in order for a case to be processed as a complaint, it must be submitted in writing.
  • Contact us by mail – To contact us by mail, please send your correspondence to the below address.
    • Office of Aviation Consumer Protection
      U.S. Department of Transportation
      1200 New Jersey Avenue, SE
      Washington, DC  20590

How the Complaint Process Works

For Disability and Discrimination Complaints

  • A Transportation Industry Analyst will forward your complaint to the airline, and the airline will be required to respond to you and the DOT. 
  • Once the airline’s response is received, a DOT analyst will review your complaint and the airline’s response to determine if a violation occurred.  After the analyst reviews your case, it will be given to an attorney for review.  Once your case is reviewed by an attorney, an analysis with our findings will be mailed to united airlines flight customer service phone number Please note that due to the volume of cases received, and the thoroughness of this process, it may take some time to fully process your case.

For All Other Complaints

  • A Transportation Industry Analyst will forward your complaint to the airline and the airline will be required to provide you with a response.  The analyst will ask the airline to provide a copy of the response to DOT only if it falls under one of the areas DOT enforces.  The DOT analyst will then review the case to determine whether a violation occurred.  If your complaint does not appear to fall under any of the laws that we enforce, it will still be logged in our database. 
  • Every month, DOT publishes its Air Travel Consumer Report, which contains information about the number of complaints we receive about each airline and what problems people are having.  This report is made available to the public so that consumers and air travel companies can compare the complaint records of individual airlines and tour operators.  In addition to complaints, the report also contains statistics that the airlines file with us on flight delays, cancellations, bumping, mishandled baggage, and other helpful information.

How Do Consumer Complaints Help DOT?

Complaints from consumers help DOT spot problem areas and trends in the airline industry.  Complaints can lead to enforcement action against an airline when a serious violation of the law has occurred.  Complaints may also be the basis for rulemaking actions.

Additional Resources


DOT Relaunches Air Consumer Website

Last updated: Monday, May 10, 2021

Источник: https://www.transportation.gov/airconsumer/file-consumer-complaint

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